High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model
Increasing competition within the hospitality industry has recognized the importance of service quality as a key business differentiation strategy. Proactive involvement of employees is a vital component of the service delivery, which in turn, enhances customer satisfaction and loyalty. Hence, hospi...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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EDP Sciences
2015-01-01
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| Series: | SHS Web of Conferences |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1051/shsconf/20151801001 |
| _version_ | 1818912207340044288 |
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| author | Nasurdin Aizzat Mohd. Ahmad Noor Hazlina Ling Tan Cheng |
| author_facet | Nasurdin Aizzat Mohd. Ahmad Noor Hazlina Ling Tan Cheng |
| author_sort | Nasurdin Aizzat Mohd. |
| collection | DOAJ |
| description | Increasing competition within the hospitality industry has recognized the importance of service quality as a key business differentiation strategy. Proactive involvement of employees is a vital component of the service delivery, which in turn, enhances customer satisfaction and loyalty. Hence, hospitality organizations, particularly hotels, need to encourage their employees to perform voluntary behaviors that go “beyond their call of duty”. These behaviors are referred to as service-oriented organizational citizenship behaviors (hereafter labeled as SO-OCBs). A review of the literature indicates that an organization’s human resource management (henceforth labeled as HRM) practices are instrumental in establishing the tone of the employee-employer relationship, which subsequently affects employees’ display of discretionary functional service-related behaviors. Specifically, high-performance HRM practices can nurture a relational employment relationship, leading to internalization of organizational values and goals. This, in turn, would induce employees to engage in greater SO-OCBs. However, conceptual and empirical work explaining the mechanism by which high-performance HRM practices relate to SO-OCBs remains scarce. Therefore, this paper aims to construct a model linking a set of high-performance HRM practices (selective hiring, communication, appraisal, and reward) and SO-OCBs. Identification with organizational values and goals is posited as a mediator in the proposed relationship. A discussion of the literature to support the proposed framework is furnished. |
| first_indexed | 2024-12-19T23:10:55Z |
| format | Article |
| id | doaj.art-b105fdb6959f45fc9d488e8308a63c2a |
| institution | Directory Open Access Journal |
| issn | 2261-2424 |
| language | English |
| last_indexed | 2024-12-19T23:10:55Z |
| publishDate | 2015-01-01 |
| publisher | EDP Sciences |
| record_format | Article |
| series | SHS Web of Conferences |
| spelling | doaj.art-b105fdb6959f45fc9d488e8308a63c2a2022-12-21T20:02:15ZengEDP SciencesSHS Web of Conferences2261-24242015-01-01180100110.1051/shsconf/20151801001shsconf_icolass2014_01001High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed ModelNasurdin Aizzat Mohd.0Ahmad Noor Hazlina1Ling Tan Cheng2School of Management Universiti Sains MalaysiaSchool of Management Universiti Sains MalaysiaGraduate School of Business Universiti Sains MalaysiaIncreasing competition within the hospitality industry has recognized the importance of service quality as a key business differentiation strategy. Proactive involvement of employees is a vital component of the service delivery, which in turn, enhances customer satisfaction and loyalty. Hence, hospitality organizations, particularly hotels, need to encourage their employees to perform voluntary behaviors that go “beyond their call of duty”. These behaviors are referred to as service-oriented organizational citizenship behaviors (hereafter labeled as SO-OCBs). A review of the literature indicates that an organization’s human resource management (henceforth labeled as HRM) practices are instrumental in establishing the tone of the employee-employer relationship, which subsequently affects employees’ display of discretionary functional service-related behaviors. Specifically, high-performance HRM practices can nurture a relational employment relationship, leading to internalization of organizational values and goals. This, in turn, would induce employees to engage in greater SO-OCBs. However, conceptual and empirical work explaining the mechanism by which high-performance HRM practices relate to SO-OCBs remains scarce. Therefore, this paper aims to construct a model linking a set of high-performance HRM practices (selective hiring, communication, appraisal, and reward) and SO-OCBs. Identification with organizational values and goals is posited as a mediator in the proposed relationship. A discussion of the literature to support the proposed framework is furnished.http://dx.doi.org/10.1051/shsconf/20151801001SO-OCBshigh-performance HRM practicesidentification with organizational values and goals |
| spellingShingle | Nasurdin Aizzat Mohd. Ahmad Noor Hazlina Ling Tan Cheng High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model SHS Web of Conferences SO-OCBs high-performance HRM practices identification with organizational values and goals |
| title | High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model |
| title_full | High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model |
| title_fullStr | High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model |
| title_full_unstemmed | High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model |
| title_short | High Performance Human Resource Practices, Identification with Organizational Values and Goals, and Service-Oriented Organizational Citizenship Behavior: A Review of Literature and Proposed Model |
| title_sort | high performance human resource practices identification with organizational values and goals and service oriented organizational citizenship behavior a review of literature and proposed model |
| topic | SO-OCBs high-performance HRM practices identification with organizational values and goals |
| url | http://dx.doi.org/10.1051/shsconf/20151801001 |
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